Location
London

Hours
Full Time (hours not specified)

Salary
Negotiable, dependent on experience, store size, complexity and location

About the Role
As a Customer Experience Manager at Sainsbury's, you will take responsibility for the overall customer experience across the store, from the checkout to back of house, ensuring we deliver on our customer commitments. You will manage the front-end checkout operation to ensure all customers are served in line with expectations and oversee operations in the petrol station if applicable. People management is a key part of the role, including managing performance and capability, conducting disciplinaries, and ensuring accurate scheduling and pay. At times, you may assume overall responsibility for running the store, providing direction and support to colleagues to deliver exceptional customer service. This role requires bold leadership, a passion for service, and a hands-on approach to empower teams to raise the bar every day. You will be a changemaker who ensures product availability, safety standards, and seamless daily operations, making shopping a next-level experience for every customer.

Benefits
- 10% discount on shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% discount at Sainsbury’s every Friday and Saturday
- Annual bonus scheme based on performance
- Free food and hot drinks for colleagues in all stores
- Generous holiday entitlement, maternity and paternity leave
- Pension matching between 4-7.5% of your contributions
- Sainsbury’s share scheme with discounted investment rates
- Wellbeing support including emotional support, counselling, legal and financial advice
- Colleague networks for personal and professional development
- Cycle to Work scheme for tax and NI savings on bikes and equipment
- Special offers on gym memberships, restaurants, holidays, retail vouchers and more
- Inclusive workplace committed to diversity, equity and inclusion with enhanced discretionary leave and support for carers
- Development opportunities including mentorship, training and career progression pathways

Experience
- Previous line management responsibilities in a fast-paced, operational environment
- Proven track record of delivering exceptional customer experiences and coaching others to raise standards
- Leadership experience in a high-volume, customer-facing setting such as retail, food service or hospitality
- Experience delivering against a wide range of KPIs including sales, stock availability, customer satisfaction and colleague engagement
- Confident management of complex people matters including performance, absence and formal employee relations cases

About you
You are truly obsessed with customers and service, able to coach and inspire a team to do the same. You lead operations confidently and can manage the store in the absence of senior management. You are passionate about creating a culture where colleagues thrive and customers receive outstanding service.

Qualifications
Specific qualifications are not detailed, but leadership experience and a strong track record in operational management are essential.